The Manager of Workforce Management manages the people and processes responsible for WFM administration in alignment for greater accuracy, lower turn around times, and the ability to dynamically support the business through multiple levels of engagement.
MAJOR DUTIES AND RESPONSIBILITIES
Manage, develop, and improve the people, systems, and processes that support the following:
Review, analyze, and assess the long term forecast validate for accuracy based on recent results, trends in contact volume, and productivity, as well as site level staffing attainment capabilities.
Control scheduling administration in workforce management software to account for new hires, terminations, promotions, and other WFM administration.
Adjust workforce software entitlement variables to support the PTO process. Enter updates to adjust staffing needs as required. Collaborate with call center site leaders for new staff attainment (including best effort OT and VTO) to maximize service level and occupancy.
Monitor and manage intraday staffing in internal and outsourced call centers to ensure balancing of staff requirements (attaining similar OT and VTO goals in proportion to existing staff and currently attained OT and VTO) and compliance to forecast agreements. Provide guidance and coordinate with Traffic for internal and outsource Workforce Management teams in administering real time overtime and voluntary time off activities.
Communicate to internal local staffing and outsource centralized teams to identify trends in administration that is impacting the business. Work with Traffic for real time adjustments to staffing forecasts to provide the most accurate and up-to-date view of staffing forecast to requirements.
Instruct and coordinate optimal intraday scheduling of team meetings, supervisor coaching sessions, training and other scheduled off-phone (shrinkage) activity.
Develop and communicate intraday service level and occupancy analysis to highlight events.
Interface with internal and external departments when WFM administration tool issue anomalies are presented so the impact is fully scoped, the proper escalation paths are followed for timely resolution, staffing adjustments are facilitated, and communication paths remain open until resolution is obtained.
Analyze all activities in the post day period, recommend action plans to strengthen results, and monitor the implementation of activities to achieve those results.
Responsible for the specific WFM Administration results for the associated contact type of service level, occupancy, interval staffing forecast accuracy, schedule efficiency, line adherence, and overtime attainment.
Perform other duties as assigned.
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Acute sense of urgency
Ability to work independently
Ability to work with others to resolve problems, handle requests or situations
Ability to analyze and interpret data
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to communicate with all levels of management and company personnel
Ability to handle multiple projects and tasks
Ability to maintain confidentiality
Ability to indirectly supervise and motivate others
Ability to make decisions and solve problems while working under pressure
Ability to prioritize and organize effectively
Ability to show judgment and initiative and to accomplish job duties
Ability to use personal computer and software applications
Advanced knowledge of Microsoft Excel
Working knowledge of Microsoft Access
Knowledge of cable television products and services
Advanced knowledge of Aspect eWorkforce Management or similar application
Bachelor's degree in statistics, business, related field
Related Work Experience
6 years: Workforce management scheduling and forecasting
4 years: Inbound contact center experience
Office environment with 24-hour service capability